Really Annoyed with MS Call This Morning

[Johnnie Fedora]

With more and more members, MS should expect more day by day calling, especially at the 7 month window. How are we to know what availability is since no information is available except by calling.

 

[bicker]

Sometimes it is really difficult to tell the difference between someone maliciously being sarcastic and them simply having a phone personality that you perceive as sarcastic. The key indicator for me would be how rapidly the CM became professional and efficient once you made your reply... that indicates to me that she got the message that you weren't interested in the social chit chat (and perhaps she got the message that you weren't perceiving it in the manner it was intended). In my experience, someone who was truly intending to be sarcastic would probably not have stopped.

 

[Melrosgirl]

I spoke to a sarcastic CM in member services two weeks ago. I asked her a question on what would happen if I had to cancel my trip a few months before the scheduled trip (I always can't remember the rule on this) and she literally SIGHED and answered it like I should have known. I didn't understand her answer, so I asked her a few more questions and I really got the impression I was bugging her. I wonder if it was the same person.

 

[DiznEeyore]

The "eleven month window" lasts four months. If there are 30,000 VWL members that can call when there eleven month window opens on November 1, there are still only 30,000 people that can book it on January 17th. More members doesn't make the eleven month point any more or less important - it does the four month advantage more important if you want to stay at your home resort and it is one of the smaller ones.

Nope, I disagree with *your* logic.

The 11-month window only lasts for one month -- then it becomes only a 10-month window, and is reduced each subsequent month. The longer you wait to make your reservation, the more likely it is that the rooms at a particular resort will fill up. There aren't enough rooms at any one resort to accommodate all the members who own there at one time, are there? Of course not. So obviously, the earlier you call, the better your odds are of getting what you want. The longer you wait (even within the 11-7 month window), the more likely it is that someone else will have reserved the room you want.

 

[DiznEeyore]

In my experience, someone who was truly intending to be sarcastic would probably not have stopped.

Well, your experience isn't necessarily mine, is it? Why is it some people on this board refuse to believe another mature adult's retelling of an incident just because it's not "in their own experience"?? What happened is what happened, and it annoyed me. It's not the end of the world, but it *was* poor customer service.

I don't think she was trying to be sarcastic, funny, or chatty. It was her tone that was sarcastic. I think she meant everything she was saying. And she obviously picked up on the fact that I was annoyed because she snapped out of it at that point.

 

[Chuck S]

It really is a shame you can't just relax, have a cup of coffee, and let the issue go. As far as folks not believiing it happened EXACTLY as you detail, no matter what, the folks on this board are still getting only your view of what happened, which may or may not be 100% accurate. Ask 5 people about an event and you'll get 5 different versions.

 

[bicker]

Please understand that it was never my intention to deny anyone's feelings about what they experienced. Let me demonstrate my point with an example, close to my heart. I love my mother very much. She gave me life, worked herself silly to try to provide for three boys, without any help from my father. She's a great person, in many ways. We were at WDW a few years ago, and she kept on complaining about every last aspect of the service. This restaurant server wasn't attentive enough. The CM at a certain attraction was snippy. And so on. This is my mother, remember: I didn't agree with a single evaluation of her's. Standing right next to her, being her son and therefore substantially biased in her favor by nature, I didn't agree with her appraisals. Perhaps it was a disparity in expectations. Perhaps it was generational. Who knows? It doesn't matter. Each person perceives things differently, and that means it is not possible to provide perfectly perceived customer service in every case. Back to my mother. If she taught me anything when I was a child it was this line from a poem you may recognize, slightly modified from the original: "Trust yourself when all men doubt you, but leave allowance for their doubting too." In that spirit, I could be all wet with regard to any specific instance of dissatisfaction. My point here is more general than that: That of all the times we're dissatisfied with something, there is a certain amount of times that the real problem is with our perception rather than with what was provided to us. It bears keeping that in mind each time we discuss any dissatisfaction.

Again, I meant no offense by my comments. I'm sorry if anyone was upset by them.

 

[andriade]

I understand that you were annoyed by the Member Service Professional today. I have had some that I didn't feel warm and fuzzy about either. I HATE feeling demeaned. I probably would have felt the same way you did. I admit I am sensitive though. I am not saying you are but I would have felt the same way you did. I feel in most situations I give them the benefit of the doubt beacuse sometimes some things are lost over the phone. At least you were allowed to vent via survey. In most cases, there is no way to vent and have them hear you.

I only hope you trip is magical in every way!

 

[crisi]

Nope, I disagree with *your* logic.

The 11-month window only lasts for one month -- then it becomes only a 10-month window, and is reduced each subsequent month. The longer you wait to make your reservation, the more likely it is that the rooms at a particular resort will fill up. There aren't enough rooms at any one resort to accommodate all the members who own there at one time, are there? Of course not. So obviously, the earlier you call, the better your odds are of getting what you want. The longer you wait (even within the 11-7 month window), the more likely it is that someone else will have reserved the room you want.

Yes, but the point is that there are the same number of home resort members that can reserve at 11, 10, 9 and 8 months, and many more members at 7, 6, 5 etc. months that own anywhere. So more SSR members doesn't make any difference at 9 or 11 months for a VWL owner.

 

[bicker]

I think it is sufficient to say that the earlier you book the more likely you'll get what you want, and there is a substantial advantage to booking before the 7 months point than just after the 7 months point.

 

[Judique]

The next thing she says (really sarcastically) is, "May I ask WHY you're calling day by day to add on to this reservation?"

I said (very patiently, I have to say!), "First of all, I'm *not* calling day by day -- the earlier days were done all at once. Secondly, I want to make sure we have the accommodations we want."

Sorry you had a less then magical call! Too bad you didn't just say 'No, you may NOT ask why.'

Also, just finished a similar October 2006 booking, done exactly like yours - the first few days, then the last couple in two separate calls. I've been a member long enough to know that some availability can disappear very quickly at certain resorts and that if you know your dates, and you want to get them, book as early as possible. Happy a great anniversary trip!

 

[wdwstar]

DiznEeyore I have to say you handle yourself quite well on the phone with MS.
You are a DVC Member and being that you are aloud to use DVC members services. If you want to call everyday from now until your arrival date you can do so, Ms shouldnt make any remarks about it. Matter of fact i have been told several times by MS that if i want a certain resort, certain dates that i should call day by day to secure my ressies.
I personally really havent had any problems with MS, matter of fact MS has gone out of their way and extended themselves many of times for me, i may have just lucked out with a more experience MS.

I think i would had to at least have said to MS , oh are you guarantee me the room , resort and dates i need, so i dont have to call back.
then i would have added, if there is a problem, maybe next time ill just email Jim Lewis with my ressie and see if he doesnt mind if i email him day by day until my ressies is completed.

Have a great trip and never hesitate to call MS, even if you have a simple question about VWL.